Integration settings for Five9 v1

The following fields appear if the Platform you select is Five9 v1.

IMPORTANT You must configure the historical data integration before you can configure the real-time integration. This is because the agent sync process from the contact center platform relies on historical data collection. All other types of integrations, such as the user import, can be configured in any order.

This help article describes the available UI elements and their functions. For detailed, step-by-step instructions on configuring this integration, see the integration guide (if available) on the Calabrio Success Center site: https://success.calabrio.com/s/user-documentation.

Historical settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Admin time activities	The semicolon-separated list of agent activities that should be counted as Admin time. These activities represent periods where the agent is performing administrative or non-contact tasks.
Five9 URL	The base URL used to access the Five9 platform.
Idle time activities	The semicolon-separated list of agent activities that should be counted as Idle time. These activities identify periods where the agent is logged in but not actively engaged in an interaction.
Not Ready time activities	The semicolon-separated list of agent activities that should be counted as Not Ready. This list defines which states indicate the agent is unavailable to handle interactions. Do not include the offline activities. EXAMPLE Not ready; Training
Ready time activities	The semicolon-separated list of agent activities that should be counted as Ready. These activities represent states where the agent is available to receive interactions. EXAMPLE Ready; On call
Five9 username	The username associated with your Five9 account.
Five9 password	The password associated with your Five9 account.